Monday, May 4, 2009

How to Win Customers for Life

Hi. I received this email from fellow Rainbow, Shell. There's really nothing I need to add - this is gold. One RMC point for you Shell!

Just a note re: the importance of customer care calls. We talked about it on Wednesday – but WOW, did I get a kick up the butt last night to make more of them.

September last year, customer bought Reed Diffuser from show.

November I did a customer care call and she said she was not happy with it as she couldn’t smell it. We worked out it was next to an open window. Customer moved RD and was very happy with performance.

Anyway, I saw her at a show last night – she said she loved it, raved to others how long it lasted, how I helped her work out the placement of it (ie, away from open window), and how she wanted to buy a refill.

She later said to me how much she appreciated that customer care call last year, because she was dissatisfied with the RD before my call. She said she came to show last night, because I had given her a call to check if products are OK.

I don’t make enough time available for these customer care calls – how vital they are for our businesses – how many customers do we have who may be disgruntled and a simple call can change everything for them (and us).

I have asked this customer for a show several times, but at the end of last night, she is now booking her own show.

Building rapport through customer care calls builds our businesses and our reputations as “The Candle Lady”.


Well said. Congratulations!

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